Company Overview
DiDi Global Inc. is the worlds leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.
DiDi provides car owners, drivers, and delivery partners with versátil work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the worlds transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.
Join our dynamic and innovative Courier Labs team, a part of the SSL Delivery division within DiDi. Our mission is to drive groundbreaking projects centered around couriers and delivery services. We are a group of global last-mile industry experts, united by our passion for innovation and our drive to push boundaries. Map poor experience across every node of the delivery journey - order acceptance, arrival at store, pickup, in-transit, drop-off, exception handling - establishing where the problem occurs, who causes it, and how much it costs.
Talk directly to merchants and users : visit stores, listen to user feedback, and dissect low ratings and complaint tickets to identify the critical scenarios driving poor experience - rather than inferring from metrics alone.
Conduct rigorous analysis : turn scattered complaints into a quantified, scenario-segmented, frequency-ranked problem inventory, and judge which problems genuinely warrant investment.




Defining delivery experience standards

Define delivery experience standards and behavioral requirements covering standard actions at every node - clear enough to be trained, assessed, and adjudicated.
Build scenario-specific standards : rain, high-value orders, high-rise buildings, gated complexes, peak hours in dense commercial zones. Where a general standard cannot work, the scenario needs its own.
Build the training and education system for Vendors and couriers: materials, certification before going live, new-joiner onboarding, and case-based reviews - so couriers genuinely master the requirements rather than just sign off on a document.
Establish experience metric monitoring to track what actually changes after a standard lands, distinguishing 'the standard was wrong' from 'the standard wasn't followed.'
Verify execution quality through regular spot checks, field validation, and mystery shopping , and iterate both the standards and the training focus accordingly.
5+ years of experience in delivery experience, fulfillment operations, service standards, or a comparable field.
~ Grounded front-line execution ability : willing to visit stations, run deliveries firsthand, and call on merchants on an ongoing basis - judgment built on real observation, with feasibility as the first test of any proposal.
~ Solid data analysis capability : able to independently pull, break down, and attribute data, converting qualitative observation into quantitative conclusions; English as a working language ; Spanish is required - the core responsibilities involve direct conversation with local merchants, users, and couriers.

Experience building training systems or SOPs.
We are data-driven - We are strong believers in making informed decisions, that's why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
We believe in integrity - Integrity is at the very core of our business.

📌 Supply Operations Specialist — Delivery Experience (Ciudad de México)
🏢 Didi Global
📍 Ciudad de México